Brian Weber

Director of Customer Experience Florida Department of Children and Families

Brian has over 20 years’ experience in customer-centric organizations, with a significant track record of success in building exceptional contact center teams, providing superior customer experience tools and supporting a culture that revolves around rewarding, recognizing and empowering his employees. Brian has worked in the financial and telecommunications industry, including the State of Florida's Department of Economic Self-Sufficiency, Charles Schwab & Co., Summit Broadband and Bright House Networks. Brian and his teams have won 13 J.D. Power Awards. He has a Bachelor of Arts in Organizational Communication from the University of Central Florida (Charge On!) and has served on the Board of Directors for Valencia College, University of South Florida and the Maitland Chamber of Commerce. Brian lives in Maitland, FL with his wife Erin, two children Colin and Juliet and their dog Snickers. He used to be a frequent high noon tea party guest but now spends the majority of his free time cheering at the soccer fields and basketball courts.

Day 3: Thursday, April 8th

Thursday, April 8th, 2021

1:00 PM How Omnichannel Operations Support Customers in Crisis

The pandemic initiated universal challenges for businesses everywhere, forcing technology and digital channels to the forefront. To help deflect the massive influx of calls and alleviate chronic long hold times, businesses work to satisfy their digitally savvy customers and manage strain on call center resources by leveraging self-service technologies.


Join Brian Weber and learn about his experience leading the Office of Self Sufficiency through the COVID-19 health crisis. By focusing on omnichannel support, he and his team have assisted, educated, and engaged customers through new digital channels.